Audio Recording Apparatus, Audio Recording Method and Audio Recording Program

1. An audio recording apparatus, comprising: a memory that stores audio recordings of one or more recorded portions of a plurality of calls received at a contact center; a control unit configured to execute an audio recording management program including: an acquisition function that acquires a plurality of fragment data sets, each of which indicates an action of the contact center to a call from the plurality of calls and an execution time of the action; a history generation function that generates a plurality of historical data sets from the plurality of fragment data sets, each of the plurality of historical data sets indicating a history of response states of the contact center to a respective call from the plurality of calls; an image generation function that generates data of a display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call, the display image indicating one or more recorded portions of the selected call and including respective links to replay respective recordings of each of the one or more recorded portions; a display control function that causes the display image to be displayed on a display unit; and a replaying function that, upon selection of one of the links included in the display image, replays an audio recording associated with the selected link from the memory.

2. The audio recording apparatus according to claim 1 , wherein the historical data set includes a duration or number of times of each of the response states.

3. The audio recording apparatus according to claim 2 , wherein, for one or more calls related to a predetermined agent, respectively, the display control function causes an image to be displayed, in which corresponding history of the response states is arranged in a time series according to the duration of each of the response states.

4. The audio recording apparatus according to claim 2 , wherein the display control function causes the historical data related to one or more calls respectively to be displayed as a list.

5. The audio recording apparatus according to claim 4 , the audio recording management program further including an extraction function that accepts an input of a search criterion, and extracts historical data satisfying the search criterion, wherein the display control function causes the historical data extracted by the extraction part to be displayed as a list.

6. An audio recording method comprising the steps of: storing audio recordings of one or more recorded portions of a plurality of calls received at a contact center; acquiring a plurality of fragment data sets, each of which indicates an action of a contact center to a call from the plurality of calls and an execution time of the action; generating a plurality of historical data sets from the plurality of fragment data sets, each historical data set indicating a history of response states of the contact center to a respective call from the plurality of calls; generating data of a display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call, the display image indicating one or more recorded portions of the selected call and including respective links to replay respective recordings of each of the one or more recorded portions; causing the display image to be displayed on a display unit; and upon selection of one of the links included in the display image, replaying an audio recording associated with the selected link.

7. A non-transitory computer-readable medium encoded with an audio recording program for enabling a computer to execute the steps of: storing audio recordings of one or more recorded portions of a plurality of calls received at a contact center; acquiring a plurality of fragment data sets, each of which indicates an action of a contact center to a call from the plurality of calls and an execution time of the action; generating a plurality of historical data sets from the plurality of fragment data sets, each historical data set indicating a history of response states of the contact center to a respective call from the plurality of calls; generating data of a display image indicating the history of response states for a selected call from the plurality of calls based on the historical data set for the selected call, the display image indicating one or more recorded portions of the selected call and including respective links to replay respective recordings of each of the one or more recorded portions; causing the display image to be displayed on a display unit; and upon selection of one of the links included in the display image, replaying an audio recording associated with the selected link.